Service Desk Analyst

NHS National Services Scotland; Melrose; On-site; GBP 26,000 - 32,000; Full time

Job summary

NHS Borders is seeking a Service Desk Analyst to join our IT Service Desk team. You will be the first point of contact for all IT-related incidents and service requests, delivering friendly, professional support to our users and helping keep systems running smoothly.

This permanent role is based in Scotland with a 36-hour working pattern. You will receive full training and join a supportive team committed to development and collaborative working.

Qualifications

• We’re seeking a customer-focused, highly motivated individual who is passionate about technology.
• Thrives in a fast-paced environment and is eager to learn IT skills.
• Brings a positive attitude and a proactive approach to support.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Provide friendly, professional support to users and ensure timely resolution.
• Log, track and assist with incidents to maintain service quality.

Skills

Customer service

Technology interest

Fast-paced work

Learn quickly

Proactive attitude

Job description

OUR VALUES IN ACTION

• Care and Compassion
• Quality and Teamwork
• Dignity and Respect
• Openness, honesty and responsibility

BORDERS GENERAL HOSPITAL

IM&T

SERVICE DESK ANALYST

PERMANENT, 36 HOURS

Band 4

Are you passionate about technology and love helping people?

We have an exciting opportunity for a Service Desk Analyst to join our dynamic IT Service Desk team!

As the first point of contact for all IT-related incidents and service requests, you'll play a vital role in delivering exceptional customer service and ensuring our users get the support they need.

What We’re Looking For:

We’re seeking a customer-focused, highly motivated individual who:

• Has a genuine interest in technology
• Thrives in a fast-paced environment
• Is eager to learn and grow their IT skills
• Brings a positive attitude and a proactive approach

Why Join Us?

• Work in a varied and fast-moving environment where no two days are the same
• Gain experience across a wide range of systems and technologies
• Be part of a supportive team that values development and collaboration
• Receive full training to help you succeed in your role

Working Hours:

You’ll work within a shift pattern covering:

• Monday to Thursday: 08:00–17:00
• Friday: 08:00–16:30

Whether you’re early in your career or looking to take the next step into a more senior role, NHS Borders offers a supportive environment where you can grow, influence change, and make a real impact.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.

For specific types of post, if you do not have the necessary eligibility to work in the UK, it might be possible (though not guaranteed) to secure sponsorship via a UK Skilled Worker/Health & Care Worker Visa. However, this is only possible if the employer is a licensed Sponsor, and if the post does not fall below the current minimum salary threshold or ‘going rate’. Further information on these criteria can be found here.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application form

PLEASE NOTE: We cannot accept late applications so please ensure your application is submitted early

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application—your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you—not an AI tool.